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101 | |
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Chapter One Introduction to Amazement |
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3 | (4) |
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Chapter Two The Case for Ace |
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7 | (12) |
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Chapter Three People with the Passion to Serve |
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19 | (8) |
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Chapter Four Operationalizing Helpful |
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27 | (8) |
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Chapter Five The Seven Amazement Principles |
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35 | (10) |
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Part Two The 52 Tools For Customer Amazement |
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45 | (32) |
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1 Act Like You Own the Place |
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47 | (3) |
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50 | (3) |
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3 Debrief on Both Misery and Magic |
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53 | (3) |
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4 Befriend the Competition |
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56 | (4) |
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60 | (3) |
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6 Know the Value of Your Customers |
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63 | (4) |
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7 Know What Drives Your Success |
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67 | (3) |
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8 You Can't Be Good at Everything |
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70 | (3) |
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73 | (4) |
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77 | (42) |
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10 To Be the Best Place to Buy, Be the Best Place to Work |
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79 | (4) |
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11 Don't Take the Easy Way Out |
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83 | (4) |
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12 The Awesome Responsibility |
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87 | (2) |
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89 | (3) |
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92 | (3) |
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15 Adopt a Customer-First Mindset |
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95 | (3) |
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98 | (3) |
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17 Great Ideas Come from Everyone |
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101 | (3) |
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104 | (3) |
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107 | (4) |
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20 Be a Committed Learner |
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111 | (3) |
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114 | (2) |
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116 | (3) |
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119 | (54) |
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121 | (3) |
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24 Treat Customers the Way They Want to Be Treated |
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124 | (3) |
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25 Focus on the Customer, Not the Money |
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127 | (4) |
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26 Manage the First Impression |
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131 | (3) |
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134 | (3) |
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28 Ask the Extra Question |
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137 | (4) |
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29 One to Say Yes, Two to Say No |
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141 | (3) |
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30 Cross-Sell and Up-Sell! |
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144 | (3) |
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147 | (3) |
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150 | (3) |
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33 The Customer Is Not Always Right |
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153 | (3) |
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156 | (3) |
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35 Master the Art of Recovery |
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159 | (3) |
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162 | (3) |
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165 | (4) |
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169 | (4) |
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Chapter Nine The Competitive Edge |
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173 | (30) |
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175 | (2) |
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40 Satisfaction Is a Rating, Loyalty Is an Emotion |
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177 | (3) |
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41 Be Easy to Do Business With |
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180 | (3) |
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42 Get Firsthand Experience |
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183 | (3) |
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186 | (3) |
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44 Don't Leave Loyalty to Chance |
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189 | (3) |
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45 Do What Is Not Expected |
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192 | (2) |
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46 Deliver Amazing Follow-Up |
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194 | (3) |
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197 | (3) |
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200 | (3) |
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203 | (16) |
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49 The Law of Reciprocity |
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204 | (4) |
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208 | (3) |
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51 Loyalty Goes Both Ways |
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211 | (3) |
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52 Be Part of Something Bigger than Yourself |
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214 | (5) |
Epilogue: Create A Demanding Customer |
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219 | (4) |
Final Words |
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223 | (2) |
Acknowledgments |
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225 | (2) |
Index |
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227 | (8) |
About The Author |
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235 | |